• NOC Supervisor

    Job Locations US-TX-Houston
    Posted Date 1 month ago(10/16/2018 11:33 AM)
    Job ID
    2018-1040
    # of Openings
    1
    Category
    Information Technology
  • Overview

    An established 30-year-old yet growing $150M+ technology company, with 200 employees in multiple states, based in Houston, is seeking a NOC Supervisor to join our Network Operations Team for the Tier 1/2 Engineers.  We are looking for a driven, customer service, results orientated, passionate networking candidate. The NOC Supervisor is a highly integral position providing technical support and team leadership with expertise across the full range of operations, and analytic tasks for all network element categories comprising of our Customer Operations and Network Operations groups providing a bridge between both environments. Additionally, duties include development and implementation of efficient and effective operations, training, and team management, troubleshooting and problem resolution techniques for all the components that comprise the Companies network.

     

    Responsibilities

    • Provide general supervision and coordinate activities by scheduling work assignments, setting priorities, and facilitating the work of helpdesk employees
    • Maintain records, prepare reports, and compose correspondence relative to the work
    • Ensure adherence with established policies and procedures
    • Participate in and ensure documentation is developed for effective support of client environments
    • Serve as a technical expert and first point of escalation for Level 1/2 engineers.
    • Supervise and maintain processes, staffing, and communication to support the NOC
    • Own the customer experience-think and act in ways that put our customers first, give them seamless options at every touch-point,and make them promoters of our products and services
    • Responsible for scheduling and assignment of NOC staff to meet support needs.
    • Responsible for setting team goals and objectives and ensure that individual objectives are established and reviewed using the performance management process to recognize excellence and to address areas of improvement
    • Train NOC Engineers on new technology being implemented
    • Initiate, updates, tracks and closes trouble tickets; creates and communicates scheduled maintenance alerts and service interruption notifications
    • Work with various internal departments to comply with company-wide initiatives
    • Ensure NOC operations teams are run effectively, efficiently, and safely while appropriately balancing between quality, risk mitigation, and regulatory compliance
    • Perform quality assurance auditing of tickets worked and calls taken by direct reports
    • In conjunction with the NOC Implementations team, develop new processes and determine division of responsibilities among teams
    • Stay abreast of rapidly developing new technologies that will require support from the NOC team
    • Assist in recruiting and selection of hiring new staff
    • Assist in onboarding of new staff, including ensuring that all needed training is provided
    • Consistently exercise independent judgment and discretion in matters of significance
    • Must have strong interpersonal skills and be able to communicate to all levels of management.
    • Perform all related work designated by management



    Qualifications

    • Bachelor’s degree in Computer Science, Information Technology, Telecommunications, related technical field, or equivalent work-related experience
    • Minimum 2 years supervisory experience
    • Minimum 1-year CLI experience configuring and troubleshooting routers, switches, and firewalls
    • Experience supporting everything from end user desktop computers, physical and virtual servers, LAN/WLAN, Cisco phone systems, and Exchange/O365 environments
    • Detailed knowledge of operating systems and applications
    • Exceptional communication, organizational skills and keen attention to detail
    • Ability to facilitate training and informational sessions
    • Ability to absorb and retain information quickly
    • Proven analytical and problem-solving abilities
      Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • Exceptional customer service orientation
    • Experience working in a team-oriented, collaborative environment
    • ITILv3 certification a plus
    • Ability to communicate both verbally and in writing in a clear and concise manner
    • Skilled in trouble ticket or work order systems
    • Exposure to network monitoring systems
    • Proficient in Microsoft Office applications
    • Current CCENT, or other relevant industry certification, preferred

     



    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed